At a Glance
- Tasks: Provide expert support and guidance to customers using the Ironclad platform.
- Company: Join Ironclad, a leading AI contracting platform trusted by top organisations.
- Benefits: Enjoy private medical insurance, generous leave policies, and monthly wellbeing stipends.
- Other info: Collaborate with cross-functional teams and grow in a dynamic, supportive environment.
- Why this job: Make a real impact by helping customers maximise their use of innovative technology.
- Qualifications: 3+ years in a customer-facing role with strong technical and communication skills.
The predicted salary is between 49500 - 60500 £ per year.
Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead.
This role is one, with two teams focused on parallel workstreams:
- Technical Platform Expert, Success
- Technical Platform Expert, Support
As a Technical Platform Expert (TPE), you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximize the value of the Ironclad platform. This unified role brings together the proactive, value-driving mechanics of Customer Success with deep-dive technical problem-solving. Whether your team focus is driving adoption and optimizing complex configurations, or investigating and resolving advanced product issues, both workstreams are dedicated to improving the customer's post-live product experience.
In this role, you will leverage advanced AI tools to accelerate resolutions, translate complex concepts for stakeholders, and collaborate directly with Product and Engineering to advocate for our customers.
What You Will Be Doing:
- Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realization.
- Deliver high quality post-hypercare technical support to new and existing customers.
- Leverage internal AI tools and knowledge systems to accelerate issue investigation, improve documentation, and enhance the customer support experience.
- Troubleshoot, reproduce, and document complex product issues, including AI-powered features and workflows, escalating bugs to Engineering with clear technical context and customer impact.
- Guide customers on product functionality, configuration, AI capabilities, workflow optimization, and best practices to maximize the value of the Ironclad platform.
- Support customers through onboarding, product adoption, technical health checks, and configuration reviews by providing consultative guidance and identifying opportunities to improve efficiency.
- Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve complex issues, advocate for customer needs, and influence product improvements.
- Translate technical concepts for non-technical stakeholders through clear communication, technical assessments, and customer-facing recommendations.
- Advocate for customer needs internally, ensuring product enhancements and process improvements reflect real-world use.
- Maintain a strong understanding of the product roadmap and effectively position upcoming capabilities—helping customers envision solutions that may not yet exist today and preparing them for future adoption.
Key Skills:
- 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (e.g. Technical Account Manager, technical consulting, technical support, customer support, or another technical customer-facing role within a B2B SaaS environment).
- Customer-first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes.
- Strong technical aptitude with the ability to troubleshoot complex product issues, including AI-powered features and workflows, and translate technical concepts into clear, customer-friendly guidance.
- Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows.
- Excellent written and verbal communication skills with experience leading customer conversations.
- Strong analytical and problem-solving skills with the ability to prioritize, investigate, and appropriately escalate customer issues.
- Strong organizational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership.
- Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners.
- Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes.
- Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms.
- Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus.
UK Employee Benefits at Ironclad:
- Private Medical & Dental insurance, covered at 100% for you and dependents.
- Life assurance and Income Protection.
- Generous leave policies, including parental leave, medical leave, and compassionate leave.
- Family-forming support through Maven for you and your partner.
- Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use.
- Standard pension contribution scheme.
- Regular team events to connect, recharge, and have fun.
- And most importantly, the opportunity to help build the company you want to work at.
US Full-Time Employee Benefits at Ironclad:
- 100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available.
- Market-leading leave policies, including gender-neutral parental leave and compassionate leave.
- Family forming support through Maven for you and your partner.
- Paid time off - take the time you need, when you need it.
- Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use.
- Mental health support through Modern Health, including therapy, coaching, and digital tools.
- Pre-tax commuter benefits (US Employees).
- 401(k) plan with Fidelity with employer match (US Employees).
- Regular team events to connect, recharge, and have fun.
- And most importantly: the opportunity to help build the company you want to work at.
Technical Platform Expert, Support, EMEA in London employer: Ironclad
Ironclad is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. With comprehensive benefits including private medical insurance, generous leave policies, and a strong focus on employee wellbeing, Ironclad empowers its team members to thrive both personally and professionally. As a Technical Adoption Architect, you'll have the unique opportunity to drive meaningful change for customers while being part of a company consistently recognised as a leader in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Platform Expert, Support, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ironclad. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ironclad before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Platform Expert, Support, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ironclad:Your cover letter is your chance to shine! Tell us why you want to work at Ironclad specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ironclad!
How to prepare for a job interview at Ironclad
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
